Customer Trust Technical Advisor

Responsibilities

• Respond to incoming security and compliance questionnaires from customers and prospects
• Investigate technical and organizational questions by engaging with engineering, infrastructure, legal, and operations teams
• Track and manage responses using internal systems (e.g. Responsive , Jira, SafeBase ) ensuring traceability and repeatability
• Maintain and improve the centralized repository of approved answers for reuse and consistency.
• Translate complex technical concepts (e.g., TLS, SMTP, DNS, Encryption, SSO, etc.) into concise, accurate answers suitable for customer-facing responses
• Develop and iterate on standard operating procedures for common requests.
• Escalate non-standard or ambiguous requests to appropriate stakeholders and persistently follow up to closure in a timely manner.
• Stay current on Client's security posture, architecture, and trust initiatives to support accurate, credible responses.
• Identify gaps in existing documentation and collaborate with SMEs to close them.

Qualifications

• Foundational knowledge across the full technology spectrum including networking, DHCP, DNS, email infrastructure (SMTP), encryption and security protocols (TLS, HTTPS),basic concepts of AI and cloud environments
• Understanding on SSL, DLP, defense in depth
• Demonstrated persistence and follow-through when working cross-functionally to resolve open items
• Experience managing technical documentation or knowledge bases
• Comfortable navigating ambiguity and driving clarity in loosely structured tasks
• Familiarity with compliance and information security concepts (SOC 2, ISO 27001, etc.) is beneficial but not essential
• Highly organized, self-directed, and able to manage multiple simultaneous deadlines
• Excellent written and verbal communication skills, including the ability to write clear technical responses for external audiences